Konnect Social Introduction - Social Media Monitoring

www.konnectsocial.com +91 98190 93980 / +91 – 22 – 64550010

Contents Platform Features ................................................................................................................................ 3

Multi-utility Features ........................................................................................................................... 6

You can use Konnect Social for many purposes .................................................................................... 6

Konnect Social – Listening Module........................................................................................................... 8

How to use Konnect Social....................................................................................................................... 9

Setting up Topic Keywords ................................................................................................................... 9

Identify your keywords: ................................................................................................................... 9

Creating Classifications (Master) .................................................................................................... 11

UI Overview........................................................................................................................................... 13

Action Items ...................................................................................................................................... 13

Additional Filters (Search within Search) ............................................................................................ 14

Reports Dashboard ................................................................................................................................ 15

CRM – Workflow ................................................................................................................................... 15

Definitions in CRM ............................................................................................................................. 16

Konnect Social – Engage Module ........................................................................................................... 17

Setting up the Engage Module ........................................................................................................... 18

Engage Module - Custom Dashboard ................................................................................................. 19

List of Reports in Engage Module ....................................................................................................... 20

http://www.konnectsocial.com/


Konnect Social Overview

Konnect Social is a Social Media Monitoring platform that enables organizations to monitor

conversations across the web and social web. Konnect Social is one tool for all your needs. It is a

Listening tool that facilitates Online Reputation Management and analysis. Social Media Analytics tool

for gaining brand insights on Social Media Platforms and a Publishing tool for publishing and scheduling

posts on Social Media.

The Listening tool lets you add search parameters, which is a combination of several keywords, based

on which it displays relevant conversations from

Forums

Blogs

News Sites

Complaint Sites

Videos

Twitter

Facebook

Google Plus

Figure 1.1 Social Media Monitoring



Platform Features

Easy-to-use Conversation Dashboard:

Reports Dashboard



CRM

Workflow tools allow you to assign tasks to relevant client staff. Depending on the nature of the

content and sentiment, you can classify and respond promptly to specific conversations.

Alerts

Rule Based Alerts that can be enabled on UI, Email and Mobile App



Konnect Social Alerts Mobile App:

Download Konnect Social Alerts app from here and be updated even when you are not in office. Various

actions can be executed like, responding to messages, or deleting a Tweet if it is sent by any of your

executives that you don’t find appropriate. The actions are all roles based.

Publish and Schedule Posts from the Tool

Add your social profiles and create campaigns and schedule posts from the tool.


https://play.google.com/store/apps/details?id=com.konnectsocialalerts


Multi-utility Features

You can use Konnect Social for many purposes

1. Listen, Evaluate and Act

Listen

Track Conversations about your brand, category, industry and company

What is the Buzz all about? Discover trends and shifts

Gain consumer insights through opinions / feedback. Generate new product ideas

Uncover PR opportunities. Manage crisis, Know your influencers

Evaluate

Scrutinize the effectiveness of your social media campaigns and programs

Gain perception of your brand’s performance versus competition

Discover what’s working & what’s not

Act

Leverage sales opportunities

Manage your customer relationships by promptly responding to grievances & feedback

Integrate social media activities into your workflow system

Konnect Social is a leading Social Media Monitoring tool used by clients worldwide ranging from

Insurance, Mutual Funds, Banks, Telecom, Automobiles, Aviation Travel, e-Commerce and

Entertainment industry

2. Manage Crisis: It’s hard to deal with crisis but Konnect Social makes it easy by allowing you to be

the first to listen and act on it, understand what is crisis and respond to it. You can set

automated alerts for a pre-defined list and schedule reports to be sent at set intervals



3. Identify Leads, Identify Influencers: Find top users or influencers. Identify opportunities for your

business

4. Get Social Media Competitive intelligence

5. Understand your industry



Konnect Social – Listening Module

Listening Module



How to use Konnect Social

Setting up Topic Keywords Setting up Topic Keywords is the first step in Listening module. Topic Keywords are a set of search

parameters based on which Konnect Social provides conversations from the social web. You can further

filter these conversations based on media type, sentiment, classification, languages etc.

Once keywords are added you can further filter Search Results using “Contains” and “Does Not Contain”

till you ensure that you get the most relevant results.

At advanced level, you can also exclude certain websites, Twitter handles and Facebook profiles that

you do not want to track. Or just select the languages for which you want to track the conversations.

Identify your keywords:

1. What are the primary keywords related to your brand(s)?

2. Are there any chances of users misspelling it? Include typos as well.



3. Do your brand have a Twitter handle and a Facebook page? Include them too in “Map Social

Profiles”

4. What are the conversations that you are looking for? Is it complaints, Customer service issues,

Sales lead; think of all possible combinations and include them in “Topic Keywords”

Topic Keywords will always almost differ from brand to brand. It all depends on the brand name. For

example, a brand like Reliance Communication, which is a leading telecom company in India, might

have to be very specific because Reliance has many other products / brands such as Reliance Life,

Reliance Mutual Funds, Reliance JIO and others. Also there could be words like ‘self reliance’ that are

not related to the brand at all. Proper use of “AND Contains” and “DOES NOT Contain” will ensure that

you only get relevant results

On the other hand, someone like WellsFargo Bank, which is one of the top most bank in US, may just

add its brand name and it will find all conversations related to its brand. Because the brand name is very

unique.

Example of Topic Keywords for Reliance Communication



Creating Classifications (Master)

Once the Topic Keywords are created, you can start monitoring the results. If however, you want to tag /

classify those conversations, you can create a master for classifications for each Topic Keyword.

This can help you analyze what type of conversations are getting most positives and what are the areas

of improvements. For example, you might get positive conversations for your newly launched product

but overall people may find that customer care is not up to the mark.



Example of creating classifications (master):



UI Overview

Action Items

You can take certain actions while monitoring conversations. The Action buttons are displayed when you

hover your mouse over each result. The action buttons are as follows:

1. Save: Save the conversation for future reference. This is like marking a favorite

2. Sentiment: You can assign a sentiment to a conversation; Negative, Positive or Neutral or

override the automated sentiment

3. Email: The conversation can be directly emailed to a list of people

4. Classify: Conversation(s) can be classified to different categories. The creation of classification

masters we just saw in the above section. Conversation can also be assigned to different team

members. This will then be part of CRM workflow. (More on this in the CRM section)

5. Irrelevant: If there are any conversations that you feel are not important they can be marked as

irrelevant



Additional Filters (Search within Search)

There are multiple ways through which the results can be further filtered. Actions can be taken on the

filtered results (multiple selection) like classifying multiple results or marking them as irrelevant.



Reports Dashboard The Reports dashboard is designed to give an overall view of

Volume Analysis

Media Type Analysis

Sentiment Analysis

Word Cloud

Regional Analysis

Influencers

Content Analysis

Classification Analysis

Workflow Analysis

Turn Around Time Reports

CRM – Workflow Konnect Social offers CRM and workflow tools to assign tasks to team members. Konnect Social CRM

organizes, automates and synchronizes all communications between team members and helps you track

all the relevant “Turn-Around -Times” (TATs). Here are some of the reports that you can get on the click

of a button.



Definitions in CRM

Opened: Conversations that are sent but not responded

Responded: Conversations that were sent and responded

Closed: Responded conversations that are sent to the end customer and are closed

Overdue Open: Overdue for more than a certain defined time (typically 24 hrs or 48 hrs)

Overdue Response: Response that is pending over a certain defined time

WIP: Work in progress. In case the executive is waiting for a reply from his manager then he can

mark the conversation as WIP. This will ensure that the TAT is not impacted because of the delay

that is not under his control.

Follow-up: Same as WIP but this is for executives at the agency end

Reassign: If an executive is not happy with the reply from the client / manager end. He can

reassign the task.

Reopen. A closed conversation can be reopened again.



Konnect Social – Engage Module

The Engage module helps you Evaluate your overall social media presence across all your social

channels in one place

Engage Module



Engage module offers you:

1. Facebook Insights

2. Twitter Analytics

3. Facebook Pages Comparison

4. Twitter Accounts Comparison

5. YouTube channel Comparison

6. Google Plus pages Comparison

7. Instagram account Comparison

8. Foursquare Comparison

Setting up the Engage Module

Adding a Facebook page for Analytics

Hover mouse over Facebook Insights and click on (+) Add Facebook Page.

This will take you to Facebook.com where you need to sign with your Facebook credentials. Facebook

will then allow us the permission to extract insights of the pages that you select. Please note: We do not

fetch any personal information



Adding a Twitter Account for Analytics

Engage Module - Custom Dashboard On the dashboard page add charts from any of the module and create a custom dashboard for

presentation



List of Reports in Engage Module

Facebook Analytics

1. Admin Posts and Engagement

2. Engagement by Post Type

3. Total Impressions vs Page Views

4. New Likes and Unlikes

5. Page Fans Demographics

6. People Talking Demographics

7. Page Tab Views

8. Fan Sources

9. Negative Feedback by Type

10. People Talking By Country

Twitter Analytics

1. Activity and Engagement

2. Engagement Details

3. Total Account Followers

4. Account Followers Over Time

5. Most Engaged Users

6. Influencers

7. Reach and Impressions

8. Tweets - Top Keywords

9. Mentions - Top Keywords

10. Replies To

11. Who You Retweet

12. Mentions and Your Replies

13. Aggregate Daily Mentions and Replies

14. Aggregate Daily Tweets and Retweets

15. Interface Used

16. Tweet Response Time Distribution

17. Twitter Account Activity By Hour

18. Negative Sentiment

Facebook Comparison

1. Total Fans

2. Total Engagement

3. Engagement Over Time

4. Likes Over Time



7. Relative Share Of Engagement

8. Relative Share Of Fans



Twitter Comparison

1. Total Engagement

2. Followers Over Time

3. Mentions Over Time

4. Retweets Over Time

5. Tweets Over Time


7. Total Followers

8. Most Engaged Users

9. Influencers

10. Reach and Impressions

11. Replies To

12. Interface Used

13. Daily Tweets and Mentions

14. Top Users By Followers

15. Negative Sentiment

16. Klout Score Comparison

17. Changes in Klout

YouTube Comparison

1. Channel Comparison

2. Distribution of Views

3. Avg Views Per Subscriber

4. Avg Views Per Video

5. Channel Comparison: Activity

6. Total Engagement vs Subscribers


8. Channel Comparison: Video Ratings

9. Rating Per Video

10. Most Rated Videos

11. Distribution of Comments

12. Engagement since Video Published

13. Total % increase since Video Published

14. Most Active Commenters

Google Plus Comparison

1. Page Activity Over Time

2. Engagement Over Time


4. Circled Totals

5. Page Engagement

6. Engagement on Posts



7. Averages Per Post


9. Post Type Totals

10. Activity Keyword Analysis

11. Page Activites


Date post:	07-Aug-2015
Category:	Data & Analytics
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Konnect Social Introduction - Social Media Monitoring

Data & Analytics